Of course there’s “nothing wrong in paying for something”, but did you read the article? My analogy used an espresso not a latte but the point remains: a coffee is discretionary spend whereas WiFi for most of us is not.

The cost of electricity and lifts has to be covered too, but do you charge your guests for that as well?

You will only be able to hide behind technicalities for so long because your competitors (including many budget hotels) are managing to get it done. It’s your job to go and figure this stuff out and not your guests’ problem.

If so many other hotels are smart enough to implement free WiFi AND absorb the cost AND stay competitive (including most of the hotels highest-rated on TripAdvisor), surely it can’t be that crazy an idea, can it?

Or do you think the many TripAdvisor guest reviews which complain about WiFi charges are “stupid” too?

I know there are issues and costs to overcome before all hotels can offer free WiFi. But at the end of the day, it’s the ones that manage to resolve them and give consumers what they want that will “win”.

It’s ultimately a business decision for hotels: will you take the short-term hit and “go with the flow” or resist something that is going to happen anyway through demand and competition?

As an outsider, I am puzzled that that many hotels (from hostels right up to 5* hotels), cafés, airports, etc.. around the world (particularly in Southeast Asia and South America) offer free wi-fi – the Argentinian city of Salta even has free city-wide wi-fi! – while in Europe and North America, we’re bickering about the cost of providing this service. In Europe & North America, free wi-fi is offered in cafés, and lower-end accommodation like hostels, budget hotels and inns so I find it odd that the larger hotels (where guests pay more) charge for it. If the small establishments can afford it, why not larger hotels? I’m often inclined to dismiss the cost argument and instead see it as a ‘treasured’ source of ancillary income, especially at hotels that charge exorbitant rates for internet access. It never fails to annoy me when I see hotels charging crazy rates for internet access. The hotel may be fab but the mental note has already been made in my mind never to stay there again.

I seriously believe that hotels have to see free wi-fi as an additional service, like fresh towels and sheets every day, or complimentary mineral water. People increasingly need access to the internet to stay in touch, or do their work. I feel that hotels that do offer free wi-fi should use this as a selling point. I already see many booking engines which provide users the option of blocking out all hotels which do not offer free wi-fi. With one click of the mouse, hotels with free wi-fi will be the only ones listed in the hotel search results.

That said, I like Jason’s compromise above, i.e. provide free wi-fi to those who only need to check their email, etc.. I would like to add my own suggestion: if it’s too costly to provide free wi-fi in the rooms, then provide it in a central location, like the hotel lounge or café where guests can comfortably sit and work, check emails, etc… while enjoying a cup of coffee or a drink with a snack. I’m sure the income from the drinks/snacks will more than cover the cost of providing free wi-fi. I’m sure that’s not too much to ask!

Keith